Summary

 

Implementation consultant with 8+ years’ experience in field of unified communications and contact center ACD/Dialer environments. Key points:

·         Architect on unified communications projects. Lead team to deploy contact center solution projects.

·         Central point of contact with customer and ININ business units for life cycle of the project i.e. discovery, project implementation, UAT, Go live.

·         Work with pre sales team to help respond and develop RFP. Work with engagement management for contract development.

·         Developed new methodologies and produced first of its kind results while implementing performance analysis and load testing.

·         Deployment of Unified Communications for IVR, Cloud, Dialer, ACD systems, contact center and business environments.

·         Excellent communication skills, lead meetings, presentations, design sessions.

·         Cross functional team member interfacing with sponsors, business units and design teams.

·         Deep expertise and hands on experience over SIP and VoIP entities.

 

 

   Technical Skill Set

·   Certifications

Cisco: CCIE-Voice Written (July 09), CCVP - Feb 09 (QoS, CVOICE, CIPT, TUC, GWGK), CCNA -Nov 07, CCDA - Nov 10

    Interactive Intelligence: Interaction Center (IC) Fundamentals (June 07), IC Handlers (July 07)

    New Horizons: Linux + certification training, Advanced ASA Training, certified ethical hacker.

    Software Testing: Vettana's Software Testing (May 08)

·   Protocols: TCP, UDP, TLS, IP, SNMP, SIP, H.323, MGCP, RTP, OSI

·   Tools: Multisession SIM, proprietary bulk SIP Caller and fax generators, packet storm, wireshark, HyperV, VMWARE

·   Operating Systems: Windows (2000, 2003, 2008, 2008R2, Vista, XP, Server 2012), Cisco IOS

·   Cisco Lab’s: Setup complex labs (CCM,CME 2811, 3750, Cisco phones) and used high end rented labs from proctorlabs for the CCIE-Voice Lab exam. Integrated UCM with Interactive Intelligence SIP PBX. Dynamips and packet tracer.

 

                                Work Experience

 

Interactive Intelligence Inc, Indianapolis IN (World Headquarters’)

 

Title: Implementation Consultant (Jan 2012 – Present)

Encompassed the entire life cycle for deployment of the enterprise system as a Lead Engineer/Architect

·         Gathered detailed customer requirements for deploying enterprise IPT system. Suggested efficient improvements using ININ system to help simplify customer administration, efficiency, boost productivity and there by better ROI. This resulted in customer satisfaction in unified communication projects of over 4.4/5 on all projects.

·         Prepare the functional requirement specification (FRS) document that details the design implementation of IPT system. Architect the system based on FRS. Lead a team of engineers on larger project for system build.

·         Responsible for customer site deployment, configuration, testing, UAT, escalations and delivery of IPT projects.

·         Lead meetings with business units on project plan, provide updates to customer sponsors and ININ sponsors, tackle project bottlenecks.

·         Create and update the knowledge base of best practices implementation, based on site deployments in field used by the entire team in future.

·         Ensure system is built with all VoIP entities (PBX, IP Phones, FXO/FXS devices, gateways, SIP Proxies, Media Servers, SIP Carriers, trunks, desktop CTI, CRM client software’s etc) are deployed, configured and working as per business requirements.

·         Assist peers on their projects with consultation.

 

Title: PSO Testing Team Lead (Feb 2012 –Jan 2013)

·         Created a new result driven testing team, to ensure quality testing of a site deployment, in Professional services department. The goal was to have customer satisfaction and confidence in the ININ IPT system,

·         Through extensive research from code red, escalations and general testing developed a system master test plan for site wide enterprise deployment comprising of complex 33 products and features of ININ.

·         Based on market need, designed test packages for customers and along with engagement managers, was involved in selling them to the customer. E.g. of packages: System integration testing, stress test, SWAT team upgrade, individual 3rd party test plan.

 

 

Title: Sr Test Engineer (May 2007 – Jan 2012)

·         Designed unit and regression test plans for products listed below and completed execution. Improved product efficiency in each feature by detailed and innovative testing methods, resulting in lesser customer tickets.

o        Security and access control, simulation MID Size enterprise ACD system, switchover (disaster recovery), multisite, interaction conference, database reporting.

o        IBM Sametime, Cisco CUCM.

o        Right now systems, gateways (Audiocodes, IG2, Cisco), sip carriers (all stream), Polycom wired and Wi-Fi phones (entire series)

·         Installed and setup complex environments for IPT solutions of Interactive Intelligence and Cisco. Integrated different vendor products with Interactive Intelligence products.

 

Key Initiatives and Achievements

·         Lead architect on a 70 million project (biggest ININ project). Lead design, deployment and partly pre sales activity for Kohls.

·         Developed first of its kind load testing integration tools for Interactive intelligence which is being used to have load testing solutions for multiple ININ customers. Each deal is > 20,000 USD.

·         Designed generic system test plans that are being used by PSO team for ALL customers.

·         Averted major disaster on Sallie Mae systems through performance analysis which led to partial code change in the system. The system is now stable and efficient on production. Based on the performance testing results of passing over 10 million calls through complex routes, helped Kohl’s identify their existing issues on IBM blade servers. Kohl’s changed their media server selection to HP by purchasing hardware/software from ININ. Project managed Palo Alto networks for a brief period to bring it back on track, improving customer confidence from the point of exit.

·         Customers I worked with – Kohl’s, Sallie Mae, Toyota, State of Indiana, Sobongo,  Deloitte, Wolter Kluver, Shaw’s, NYCM, Boston Network Health, Bingham McCutchen, Swiss Colony Data Center, Palo Alto Networks, Emerson, QBE.

·         Owned ININ QoS white paper document. This was used by field engineers for setting the right QoS parameters in the VoIP network.

 

Exordium Networks, Dallas TX (May 06 - Aug 06)

Studied Asterisk and have hands on experience with it, which is an open source IP-PBX. Set up an Asterisk server on Linux, Configured SIP channels, set up calls, Voicemail box modified the open source contexts and extensions. Trained by Dr. Khurrum from Exordium Networks, Dallas, TX in summer 2006.

 

Heat Consultants PVT LTD, Mumbai (Bombay), India (June 04 – April 05)

Worked on the project of home automation. Developed programs in Programmable Logic Controller (PLC).

 

Professional Membership and organizations

·   Internet Engineering Task Force (IETF) mailing list.

·   Founder of Indian Grad Student Association, member of Indian Student Association.

 

           Educational Background

·   Southern Methodist University, Dallas, TX (May 07) MSEE-Telecommunication Specialization.  GPA: 3.71/4.0

·   Mumbai University, India. B.E (May 05). Major: Electronics Engineering. GPA: 3.92/4.0 (Top 5%)

 

References: Available on request.

Visa Status: Permanent Resident